Lost Files

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  • Question
  • Updated 2 years ago
  • Answered
I selected files in a folder to move into the vault - the files are neither in the original folder nor in the vault. Can I RECOVER them? If so how?
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dcampo

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  • very frustrated

Posted 2 years ago

  • 1
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TM_L, Official Rep

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Thank you very much for being a long-time Trend Micro product user! For your issue, could you please refer to the link below for detailed steps of using Maximum Security Vault feature to make sure if the way you moved you files into the vault was correct:
Using the Trend Micro Vault feature of your Trend Micro Security software

To help you further with this issue, here are some information we want to confirm:
  1. Did you change some settings of your computer before this issue happened? 
  2. Have you upgraded your Maximum Security recently? If yes, when did you upgrade?
  3. Please check if the lost files exist in the following path:
    C:\Users\[user account name]\AppData\Local\Trend Micro\Vault 
We'll follow up soon after we receive more info. Thanks.

Trend Micro Home Users Community
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sonic_force

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Hi, my partner has experienced this problem too. We just upgraded Trend Micro to the latest version today (2017 v11, 25/10/2016) and after the upgrade, the Vault turned itself off. When we turned it back on, the protected files were no longer in there. I ran a search and found the files under ...Appdata\Local\Trend Micro\Vault\date and timestamp\DataFile but they were encrypted so we can no longer read or copy them. How do we resolve this?
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TM_L, Official Rep

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Hi @sonic_force, I understand your frustration. 

After upgrading to the latest version, you should receive the following message: "Would you like to move files currently stored in an older version of the Trend Micro Vault to the new one?", and reset your password of Trend Micro Vault. To resolve your issue, you can refer to the support document below to recover files from the old version:
Using the Trend Micro Vault feature of your Trend Micro Security software - refer to "Recover files from the old version of Trend Micro Vault" section

Please let us know if this document matches your situation and resolves your issue. If not, please reply and we'll help you further.

Also, thank you for being a subscriber of our premium support service! Premium Service Plan gives you 24x7 priority access to a Trend Micro support specialist. For the installation issue you're having, you can optionally call the Premium Service hotline directly to speak to someone live, who is also equipped with advanced tools to quickly diagnose and resolve your issues. Please find the premium service phone number in the "Call Premium Support" section in this page

Thank you!

Trend Micro Home Users Community
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sonic_force

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Thank you for your response.

With regards to our problem, we did not receive this message during or after the upgrade and we have tried to follow the advice on the page you are referring to but we cannot find the "Tools" menu on the new main console anywhere. If it helps it looks like we upgraded from the 2014 edition to the new one.
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TM_L, Official Rep

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Hi @sonic_force, sorry that the solution didn't work for you. 

For this issue, I'm sorry that we are not able to help you here since we might need you to provide more related information for further investigation to recovery your files. I've passed your info to our support center to create a Support Ticket, and a member of our support center will contact you soon.  

Trend Micro Home Users Community

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